Entry-Level Call Centre Agent (Full-Time)

ENTRY-LEVEL CALL CENTRE AGENT (FULL-TIME)

We are looking for call centre agents to support inbound and outbound customer service and sales projects for a wide variety of clients. In this role, you will handle inbound inquiries, make outbound calls to existing customers to assist with customer service questions, and up-sell customers on new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction.

This is a great opportunity for you to start your career with our growing team, and with our industry-leading training, you are sure to grow. We offer many advancement opportunities, including Supervisor, Trainer, Talent Acquisition, and Operations Management.

WHAT DOES SOMEONE IN THIS ROLE ACTUALLY DO?

In this role, you handle inbound and outbound calls, helping to support customer service, technical support, and customer sales interactions. It requires you to interact with hundreds of customers each week across the country to resolve support issues, sell new products and services, and ensure a best-in-class customer experience.

In addition to providing exceptional service, you will need to be a confident, fully engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Essential Duties

1. Handle inbound and outbound contacts in a courteous, timely, and professional manner
2. Ensure first call resolution through problems solving and effective call handling
3. Research systems to find missing information as applicable; coordinate with other departments to resolve issues when needed
4. Accurately document and process customer claims in appropriate systems
5. Lead fact-finding discussions to determine the best options for the customer
6. Utilize knowledge base and training to accurately answer customer questions while following all required scripts, policies, and procedures
7. Comply with requirements surrounding confidential information and personal information
8. Escalate customer issues to the appropriate staff and managerial for resolution as needed
9. Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
10. Adhere to all attendance and work schedule requirements

WONDER IF YOU ARE A GOOD FIT?

We provide all new employees with world-class training, so all positive, driven, and confident applicants are encouraged to apply. This position relies on building relationships and turning the knowledge you gain in training into customer wins. Ideal candidates for this position are highly motivated, energetic, and dedicated.

Qualifications

1. Must be 18 years of age or older
2. High school diploma or equivalent
3. Excellent organizational, written, and oral communication skills
4. The ability to type swiftly and accurately (20+ words a minute)
5. Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
6. Basic understanding of Windows operating system
7. Highly reliable with the ability to maintain regular attendance and punctuality
8. The ability to evaluate, troubleshoot, and follow-up on customer issues
9. An aptitude for conflict resolution, problem-solving, and negotiation
10. Must be customer service oriented (empathetic, responsive, patient, and conscientious)
11. Ability to multi-task, stay focused, and self-manage
12. Strong team orientation and customer focus
13. The ability to thrive in a fast-paced environment where change and ambiguity prevalent
14. Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred (Not Required)

1. One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
2. State or Federal work experience

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

1. Paid Time Off: Earn PTO and paid holidays to take the time you need.
2. Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations—and sometimes even cars!
3. Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 90 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
4. Retirement Savings: Secure your future with retirement savings programs, where available.
5. Disability Insurance: Short- and long-term disability coverage is available to help protect you during unexpected challenges.
6. Life Insurance: Access life insurance options to safeguard your loved ones.
7. Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
8. Paid Training: Learn new skills while earning a paycheck.
9. Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
10. Casual Dress Code: Be comfortable while you work.

Compensation & Benefits That Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?

We can offer a wide range of scheduling options for qualified candidates. There are multiple shifts and weekly work variations available to our team members. Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location.

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset.

All MCI Locations

1. Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

1. Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
2. Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.